Patient Support Team Lead

Zócalo Health

9h • $70,000 - $80,000 • Remote

About The Position

The Patient Support Team Lead will join Zócalo Health during a period of rapid growth and increasing operational complexity. This role exists to help scale and execute a community-oriented primary care model that delivers measurable outcomes for high-need members and health plan partners.
As part of a fast-growing team, you will be responsible for leading the team responsible for eligibility list outreach, inbound patient call support, and scheduling operations. This role ensures patients are engaged efficiently, professionally, and with a patient-centered approach. The Patient Support Team Lead oversees daily operations, performance metrics, quality assurance, and workflow optimization to ensure timely outreach and a high-quality patient experience.
This position reports to the Director of Patient Support.

Requirements

• 3–5+ years in healthcare operations, patient access, call center, or care coordination; strong preference for call center management experience
• 1–2+ years in people management or team leadership
• Strong operational management and workflow design skills
• Experience with CRM, scheduling systems, or care management platforms

Nice To Haves

• Experience working with Medi-Cal, ECM, CalAIM, or community-based programs strongly preferred

Responsibilities

• Manage and coach Patient Support Specialists (PSS)
• Conduct regular 1:1s, performance reviews, and skills development sessions
• Establish productivity and quality benchmarks
• Support hiring, onboarding, and training of PSS staff
• Oversee outreach to health plan eligibility lists and other assigned patient lists
• Ensure outreach is initiated and completed within defined service level agreements
• Monitor outreach attempt cadence and documentation standards
• Identify trends in engagement rates and implement improvement strategies
• Oversee inbound patient call workflows
• Ensure timely response to voicemails and inbound inquiries
• Monitor scheduling accuracy and access standards
• Improve call handling quality and patient experience
• Develop, enhance and maintain SOPs for eligibility outreach, inbound call handling, and scheduling
• Conduct QA audits of calls and documentation
• Provide real-time coaching and performance feedback
• Track KPIs such as outreach volume, engagement/conversion rate, scheduling rate, call response time, and patient satisfaction
• Prepare weekly/monthly operational summaries
• Use data to refine workflows and staffing models
• Partner with Account Management, Clinical, Community Health, Behavioral Health, and Operations teams to ensure smooth patient handoffs
• Support implementation of new outreach initiatives or pilots

Benefits

• Competitive salary: $70,000 - $80,000 (depending on experience)
• Equity compensation package
• Comprehensive benefits including medical, dental, and vision
• 401k
• Flexible PTO policy - take the time you need to recharge
• $1,000 home office stipend
• We provide the equipment needed for this role.
• Opportunity for rapid career progression with plenty of room for personal growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed